Offer summary

Qualifications:

Bachelor's Degree or equivalent experience preferred but not required., 3-5+ years in a Customer Success role, preferably in eCommerce and ad tech., Proficient in data analytics tools and comfortable with project management software., Familiarity with Hubspot and other CRM tools is essential..

Key responsabilities:

Provide setup support for early-stage customers and eCommerce growth insights for onboarded clients.

Coordinate internal stakeholders for a smooth post-onboarding experience and manage support tickets.

Prepare for data reviews with customers and follow up on deliverables with the Media Strategy team.

Proactively monitor account health and engage with at-risk customers to ensure their success.

Job description

Job Description:

As a Senior Customer Success Manager at Northbeam, you will play a critical role in facilitating and coordinating support for Northbeam’s enterprise customer base to improve retention and minimize customer churn. You will own a book of business and work closely with the Media Strategy team to ensure the Northbeam product is delivering outstanding value and insights for customers.

We’re a remote-first company with team members in San Francisco, Los Angeles, New York, and more.

Key Responsibilities:

Provide setup support for early stage customers, eCommerce growth insights for those that are fully onboarded
Own coordinating stakeholders internally to ensure a smooth post-onboarding experience, general support ticket management, and product feedback/requests
Help the Media Strategy team prepare for data reviews at a recurring cadence with the customer and follow up with deliverables (e.g. working with the team on preparing conversion lag reports for a customer)
Proactively use internal tracking tools to investigate account health issues and customer usage data
Reach out to at-risk customers proactively and ensure the customer is set up for success
Consider methods to automate and improve customer health tracking and engagement
Work closely across multiple teams including Product, Engineering, and Media Strategy. An ideal candidate will track bug reports and more technical issues alongside the engineering team to ensure speedy resolution times
Become an extension of our customers’ data and media teams – your contributions directly impact how much they are able to take advantage of all Northbeam has to offer
Influence Northbeam Product and Customer Success teams to push forward tools and system initiatives to improve the customer experience

Required Experience and Skills:

EXPERIENCE

Bachelor's Degree or similar experience preferred, but not required
3-5+ years in a Customer Success position, ideally touching eCommerce and ad tech

TECHNICAL SKILLS

Comfortable with typical project management tools
Comfortable working with Hubspot and other CRM tools
Proficient in data analytics tools

Other Beneficial Experience and Skills:

Experience in a marketing or marketing-tech related capacity
Understanding of ad buying and tracking concepts including campaigns, ad platforms, UTMs, etc
Experience working in Facebook Ads Manager, Google Analytics, TikTok Seller Center, etc

Required profile